Frequently Asked Questions
Q: Do you ship to home addresses?
A: Yes, we happily ship to homes and businesses in the continental United States. US Casehouse has partnered with UPS, Fedex, couriers, and freight carriers to best serve you with the fastest shipping. The shipping method is typically UPS, but the shipping method is at US Casehouse's discretion. Please note we do not ship to APO, FPO, or PO boxes at this time. It is at UPS’s discretion if a signature is required for an order.
Q: How much is shipping and how is it calculated?
A: Shipping charges are based on the weight and size of the case(s) of product(s) ordered. The shipping cost will be shown during checkout. Prior to checkout, you can get an estimate of shipping (to a commercial address) and tax for the items in your shopping cart by clicking "Cart" at the top of the page and entering your state and zip code under "Estimate Shipping and Tax". Please note that your actual shipping charge during checkout may be higher than the estimated shipping charge shown if your shipping address is residential.
Q: How long until I get my order?
A: Orders typically ship within 1-3 business days (Monday through Friday). **However, the impact of COVID-19 may delay shipping times.** Please know that we are working to ensure your order arrives to you as soon as possible. Once your order has shipped, you will be notified via email and receive your shipment tracking information. There may be a short delay between when you order ships and when shipment tracking information is sent. Please note that orders shipping to a non-billing address may not be processed until your payment has been confirmed. Delivery via UPS Ground typically takes 1-5 business days.
Q: How can I track my order?
A: Typically, a tracking number will automatically be e-mailed to you from UPS once your order has shipped. Also, you may:
- Click ‘Track Order’ at the bottom of our page. Sign into your account if you're not already signed in. Click 'View Order' to the right of the order you're seeking to track. Above the listing of product(s) click 'Track your order'. A screen will pop up with the tracking information for your order. OR
- Click ‘Account’ at the top of our page. After signing in, you'll be on the 'My Dashboard' page where you will be able to view all information about your orders, including tracking numbers. Click 'View Order' to the right of the order you would like to track. Click 'Track your order' above the listing of product(s). A screen will pop up with the tracking information for your order.
- If you are unable to locate the tracking number(s) for your order, please e-mail us: firstname.lastname@example.org
Q: I didn't receive an order confirmation e-mail. Did you get my order?
A: If there was a confirmation page on our checkout page, we received your order. Please e-mail us (email@example.com) and we'll forward you another copy of the confirmation e-mail! Unfortunately, sometimes spam filters route our automated order confirmation and shipping confirmation e-mails to your junk mail folder. To help prevent this from happening, please add firstname.lastname@example.org to your e-mail contacts list or trusted senders list.
Q: Does US Casehouse ship internationally?
A: At this time, US Casehouse only ships to physical addresses within the continental United States. US Casehouse not provide any customs or NAFTA paperwork.
Q: Do I need an account to place an order?
A: No, registration is not required to order with us - but it's easy and free. We won't save your credit card number, just your order history! You must be logged into your account to place an order. You will still receive an order confirmation e-mail and shipping confirmation e-mail, including the tracking number(s) for your order when available, from us.
Q: What forms of payment do you accept?
A: We accept Visa, MasterCard, Discover, American Express, and PayPal.
Q: Can I ship to a non-billing address?
A: If your order is shipping to an address other than the billing address on your credit card, we may contact you to list the alternate address with your credit card company. Your order will not be processed until your payment has been confirmed. This helps prevent fraudulent use of your credit card. To list the alternate address with your credit card company, call the 1-800 number on the back of your card and ask the agent to add the address to the notes on your account. Listing the address before you place an order helps us process your order more quickly.
Q: Do you charge sales tax?
A: We only charge sales tax to customers receiving orders where it is required (currently: California, Florida, Massachusetts, Maryland, Mississippi, Tennessee, and Washington, D.C.).
Q: Do you charge processing/handling fees?
Q: Can I order samples?
A: Due to a high volume of requests, we do not provide samples. We do not have a minimum order requirement, so you are able to buy product in small quantities to see whether it fits your needs. As a wholesaler, we do not break cases.
Q: Can I call you?
A: No—but don’t worry, we will take great care of you via e-mail! Prompt and thorough responses are our thing! We love doing everything online and prefer to invest in a quality, highly detailed, and informative website.
Q: Can I fax my order?
A: At this time, we only accept online orders through our website.
Q: What if my business or organization is tax exempt?
A: If your business or organization is located in California, Florida, Massachusetts, Maryland, Mississippi, Tennessee, or Washington, D.C. and is tax exempt, please submit your applicable paperwork [i.e., Sales and Use Tax Number or an Exemption Certificate (for a Non-Profit Organization)] to us via e-mail: email@example.com. Once received, we can remove any tax that was applied to your order. Please note it may take a few business days to process your request. Once we remove the tax, we will e-mail you an updated receipt to the e-mail address you used when you ordered.
Q: What happens if an item in my order is backordered?
A: We rarely experience backorders. However, should a product in your order be on backorder, we will notify you ASAP and ship only those products that are available. We will cancel your order of the backordered product and you will receive a prompt refund.
Q: How can I cancel an order?
A: US Casehouse uses an extremely efficient online order processing system that submits your order to our processing and shipping department almost instantaneously. Therefore, once an order has been placed, it cannot be canceled. Please contact us at firstname.lastname@example.org for further assistance.
Q: How do I make a return?
A: Unfortunately, we cannot accept returns, unless there was a shipping error on our part.
Q: Do you have retail stores?
A: As an e-commerce based wholesaler, we do not have retail locations at this time.
Q: How do I contact you if I have a question or need assistance?
A: Please e-mail us: email@example.com — we would be happy to help you!